Service quality management in SMEs in the State of Trujillo

Abstract

This study aims to propose a typology of service quality management capabilities for SMEs from the perspective of the manager and the organizational actor. The method was propositive-descriptive, based on the findings of an explanatory, non-experimental, field research, which applied a structured, scaled questionnaire that sought to explain the quality of service management in SMEs in the municipalities of Valera, San Rafael de Carvajal, and Trujillo in the State of Trujillo. As a result, it was observed that there is heterogeneity in terms of service quality management, finding that, in general terms, an incipient management of these aspects prevails in these companies. This led to the creation of a typology of service quality management capabilities, which serves as a starting point for developing these capabilities in these enterprises that allow one to create, increase and improve the modeling capacity and influence of the managers in the capacities of the different organizational actors. The conclusion is that the manager is the fundamental actor who, based on a proactive, futuristic, and resilient attitude, must forge and self-manage their service quality management capabilities to lead the required transformations in order to optimize quality in their companies, give them sustainability, make them competitive and contribute to national development. Thus, it is necessary to create and recreate, strengthen, and innovate in their capacities for managing the quality of service and in their management models. Keywords: Capacities; Management; Human Capital; Small enterprises; Venezuela